Senior Project Manager

Position:
Senior Project Manager

Company:
Not Specified

Location:
United States, Charlotte, NC or West Des Moines, IA

Employment type:
Contract

Work Arrangement:
Hybrid – 3 Days Onsite

Short Summary:
We are seeking an experienced Senior Project Manager (PM5) to lead strategic migration efforts within a large-scale Contact Center Modernization Program focused on consolidating contact center applications and migrating customer service operations to a modern cloud-based platform through 2027.

Responsibilities:
- Lead end-to-end delivery of contact center migration waves from planning and discovery through development, testing, deployment, and post-implementation support.
- Manage complex project plans, schedules, budgets, risks, dependencies, and deliverables across multiple workstreams.
- Partner with business leaders, contact center operations, technology teams, and program leadership to ensure successful execution of migration activities.
- Build strong relationships with executive stakeholders to gain alignment, remove roadblocks, and drive timely decision-making.
- Coordinate activities across a team of project managers, sharing best practices, lessons learned, and ensuring consistency across migration waves.
- Develop and execute change management strategies that support successful adoption of new cloud-based contact center capabilities.
- Lead project governance activities including status reporting, steering committee updates, risk management, issue resolution, and executive communications.
- Coordinate technology implementations impacting contact center operations, including IVR platforms, agent desktop solutions, workforce management, and scheduling tools.
- Facilitate collaboration between business, technology, infrastructure, vendor, and operations teams to deliver successful project outcomes.
- Support critical migration events that may require extended hours or onsite leadership during deployment windows.
- Drive continuous process improvements to enhance project execution, delivery quality, and operational efficiency.
- Ensure projects are delivered on schedule, within scope, and aligned with organizational priorities.

Requirement:
- Extensive Project Management experience leading large-scale technology and business transformation initiatives.
- Strong background managing enterprise projects within the financial services or banking industry.
- Experience leading organizational change management and technology delivery initiatives.
- Strong understanding of contact center operations, customer service processes, and consumer banking environments.
- Demonstrated experience managing projects using both Agile and Waterfall delivery methodologies.
- Proven ability to manage multiple concurrent projects with competing priorities in fast-paced environments.
- Exceptional leadership, organizational, and stakeholder management skills.
- Experience influencing senior leaders and driving consensus across cross-functional organizations.
- Strong risk management, issue resolution, and decision-making capabilities.
- Excellent written, verbal, and executive-level communication skills.

Preferred Qualifications:
- Experience leading cloud platform migration initiatives, particularly involving customer-facing contact center environments.
- Familiarity with Interactive Voice Response (IVR) platforms, workforce management systems, and agent scheduling technologies.
- Experience supporting enterprise contact center modernization or digital transformation programs.
- Knowledge of cloud technologies and their impact on customer service operations.
- Experience working within highly regulated financial services organizations.

Preferred Tools & Technologies:
- Monday.com or similar enterprise project management platforms
- Microsoft Project
- Microsoft Office Suite (Excel, PowerPoint, Word)
- Jira and Confluence (preferred)
- Cloud-based contact center technologies
- IVR and workforce management platforms